Customer Service Representative

Job Description

Customer Service Representative

Holy City Heating & Air – Charleston, SC

Holy City Heating & Air is a growing, full-service HVAC and Plumbing company proudly serving Charleston and the surrounding Lowcountry. We are looking for a professional, organized, and customer-focused Customer Service Representative to join our team.

This position plays a critical role in delivering the exceptional experience our customers expect. You are the first impression of our company.

The Customer Service Representative (CSR) is responsible for managing inbound and outbound customer communication, scheduling service calls and estimates, maintaining membership accounts, supporting service operations, and ensuring every customer interaction is handled professionally and efficiently.

This role requires strong organizational skills, attention to detail, and the ability to multi-task in a fast-paced environment.

• Answer inbound phone calls professionally and efficiently

• Schedule HVAC and plumbing service calls, maintenance, and estimates

• Make outbound follow-up calls for estimates, memberships, and maintenance reminders

• Maintain and update customer profiles in CRM software (Housecall Pro, Podium, etc.)

• Ensure job notes, tags, lead sources, and billing details are properly documented

• Assist with Friends & Family Membership management and renewals

• Process payments and verify billing information

• Support permit requests and rebate documentation

• Communicate effectively with technicians and field teams

• Maintain a high level of customer satisfaction

• Uphold company standards

• Previous customer service experience preferred

• Experience in HVAC, plumbing, or home services industry is a plus

• Strong communication skills (verbal and written)

• Ability to multi-task and prioritize in a fast-paced office environment

• Familiarity with CRM systems and Microsoft Office

• Professional appearance and positive attitude

• Highly organized and detail-oriented

• Team player with strong problem-solving skills

• Competitive pay (based on experience) Hourly + Bonus Opportunities

• Paid training and continued education

• Paid holidays and vacation

• Health benefits package

• 401(k)

• Growth opportunities within the company

• Positive, team-oriented work environment

We are not just hiring a CSR — we are hiring someone who wants to grow with us. As our company continues to expand across Charleston, we’re building a team of professionals who take pride in their work and care about the community we serve.

If you are organized, motivated, and thrive in a customer-first environment, we’d love to meet you.